IT Manager

Role Purpose

The IT Manager has overall responsibility for the day-to-day delivery of all PML IT services and the management of the IT team. This is an operational leadership role focused on running a reliable, secure, and well-supported IT function, covering infrastructure, systems, projects, vendors, and user support across multiple PML sites.

Role Accountabilities

Team Management and Development

• Lead, mentor, and develop the IT team, ensuring high performance, professional growth, and a positive, collaborative working environment.

• Conduct regular 1:1s and performance reviews, set and track individual objectives, and agree personal development plans with each team member.

• Manage team capacity and workload allocation, ensuring the right skills are deployed against the right priorities and that workloads are balanced across the team.

• Handle performance, conduct, and capability matters in line with PML HR policies, escalating to the Associate Director where appropriate.

• Chair regular team meetings to share information, coordinate activity, and maintain team cohesion.

• Contribute to the recruitment, onboarding, and retention of IT staff, ensuring new starters receive structured inductions and appropriate system access.

• Provide escalated technical support to the team when necessary and assist with day-to-day workloads during peak periods or absences.

• Identify training needs across the team and arrange appropriate development, particularly in areas such as cybersecurity, networking, and service desk best practice.

Infrastructure and Systems Ownership

• Take full ownership of the IT estate, maintaining an accurate and up-to-date asset register, inventory, and configuration documentation for all hardware, software, and services.

• Operate and maintain robust IT infrastructure and systems that support operational excellence, including servers, networks, firewalls, cloud services, and end-user devices.

• Maintain VPN and other remote access services to ensure cyber security resilience and monitor and report on network activity.

• Implement and maintain a change management process for all infrastructure and system changes, ensuring changes are assessed, approved, tested, and documented before deployment.

• Own and maintain service standards and SLAs for IT service delivery, monitoring system health, uptime, and response times, and reporting on these to the Associate Director.

• Oversee software licensing across the organisation, ensuring compliance and value for money.

Project Management

• Lead IT projects from inception to completion, ensuring they are delivered on time, within budget, and meet organisational needs.

• Maintain a visible pipeline of IT projects and workstreams, tracking progress, risks, and dependencies.

• Coordinate with stakeholders across the organisation and manage expectations to achieve successful project outcomes.

Vendor and Contract Management

• Establish and maintain productive relationships with vendors and service providers, negotiating favourable terms that benefit the organisation.

• Oversee procurement processes to ensure cost-effective and high-quality acquisition of IT resources.

• Manage contract renewals and service reviews for key suppliers, including Microsoft 365 licenses, desktop refresh cycles, and Vodafone contracts.

• Ensure vendors meet their contractual obligations and that service levels are monitored and addressed where they fall short.

User Support and Training

• Provide expert support for complex IT issues, ensuring timely resolution and minimal business disruption.

• Oversee the creation and delivery of IT training programmes, enhancing user skills and productivity.

• Prioritise support for community clinical teams with device and software issues, recognising the direct impact on patient care.

• Monitor helpdesk trends and recurring issues, and take proactive steps to reduce repeat incidents through root-cause resolution and user education.

Stakeholder Management

• Build and maintain effective working relationships with department heads and senior colleagues across PML, acting as the day-to-day face of IT for the organisation.

• Work collaboratively with the Associate Director, IT and Digital Transformation, to ensure operational delivery aligns with strategic direction.

• Liaise with external partners including General Practice IT support providers, NHSmail, and other third-party service providers.

Reporting to the Associate Director

• Report on key processes, systems, and IT performance to the Associate Director, IT and Digital Transformation, on a regular basis.

• Monitor key performance indicators (KPIs) and provide regular assessments and updates, supporting continuous improvement.

• Escalate risks, incidents, and significant issues promptly, with clear summaries and recommended actions.

Disaster Recovery and Business Continuity

• Develop and maintain comprehensive disaster recovery and business continuity plans that minimise downtime and data loss.

• Regularly update and test plans, including backup and restore procedures, to ensure organisational preparedness and resilience.

• Ensure all team members understand their roles within DR and BC plans, and that plans are rehearsed at appropriate intervals.

IT Policy, Compliance, and Security

• Develop and maintain IT policies and procedures that ensure compliance with legal and regulatory standards, safeguarding the organisation.

• Implement and maintain robust cybersecurity measures to protect data integrity and confidentiality, contributing to risk management.           

• Ensure the IT team is appropriately trained in cybersecurity practices and that security awareness is promoted across the wider organisation.

• Maintain tight controls over user accounts and access, with regular reviews of Active Directory, user accounts, and permissions.

• Evolve and manage the new Helpdesk System, ensuring it is adopted, effective, and provides useful management data on support performance.

Person Specification

​Qualifications

• Degree level or equivalent experience in a relevant field. Essential
• Relevant IT management and cybersecurity certifications (e.g. ITIL, CompTIA, CISMP, PMP). Desirable

Experience

• Managing an IT team, including performance management, development planning, and day-to-day team leadership. Essential
• Running IT operations and infrastructure in a multi-site environment. Essential
• Delivering IT projects on time and within budget. Essential
• Deep expertise in IT infrastructure, systems, and network management, with hands-on familiarity with Microsoft 365, Active Directory, networking, and firewalls. Essential

Skills & Knowledge

• People Management: leading, mentoring, and developing an IT team. Essential
• Systems Ownership: asset management, change control, service standards, and operational budgeting. Essential
• Technical Expertise: IT infrastructure including Microsoft 365, Active Directory, cloud services, networking, VPN, and cybersecurity controls. Essential
• Project Management: leading multiple projects simultaneously with on-time, on-budget delivery. Essential
• Problem-Solving: analytical and troubleshooting abilities with root-cause analysis focus. Essential
• Communication: explaining technical concepts to non-technical colleagues and reporting to senior management. Essential
• Organisation: prioritising competing demands, managing team workload, and maintaining tight controls. Essential
• Stakeholder Management: building relationships across the organisation and with external suppliers. Essential

Behaviours & Attributes

• Professional Development: commitment to continuous professional development and staying current with industry trends. Essential
• Resilience and Flexibility: willingness to provide out-of-hours support during major incidents and assist with workload sharing. Essential
• Mobility: valid driver's licence and access to own vehicle for travel to PML sites. Essential